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Elements and Performance Criteria

1. Deal with customer freight forwarding inquiries
   • Customer inquiries are dealt with courteously and efficiently
   • Questions are used to clarify customer requirements, needs or concerns
   • Information is accurately conveyed to customer and customer understanding is confirmed
   • Clarification is sought from other workplace personnel or external individuals/authorities as required, in accordance with workplace procedures
   • Follow-up actions are undertaken in accordance with workplace procedures
2. Explain of freight forwarding process
   • Freight forwarding chain of operations is explained to customers
   • Parameters of freight forwarding services relevant to customer requirements are explained in accordance with company procedures
   • Handling and documentation requirements for various types of goods are explained to customers, including special requirements for border security, biosecurity and safety compliance
   • Documentation concerning service provision is forwarded to customer in accordance with workplace procedures

Range Statement

Range is restricted to essential operating conditions and any other variables essential to the work environment.

Non-essential conditions can be found in the Companion Volume Implementation Guide.

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Performance Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria on at least one occasion and include:

advising on procedures and protocols for forwarding various cargo to different destinations advising on relevant regulations and required documentation applying relevant codes of practice and legislative requirements including local and international freight communicating effectively with others when providing freight forwarding services to customers creating documentation related to providing freight forwarding services to customers interpreting and following operational instructions and prioritising work modelling excellence in providing freight forwarding information and customer service modifying activities depending on operational contingencies, risk situations and environments monitoring work activities in terms of planned schedule overseeing a team providing freight forwarding information and customer service providing information to customers on freight forwarding operations reading and interpreting relevant instructions, procedures, information and signs reporting and/or rectifying identified problems promptly, in accordance with regulatory requirements and workplace procedures responding appropriately to cultural differences in the workplace retaining records and documentation working collaboratively with others when providing freight forwarding services to customers working systematically with required attention to detail.

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Knowledge Evidence

Evidence required to demonstrate competence in this unit must be relevant to and satisfy all of the requirements of the elements and performance criteria and include knowledge of:

Australian and international standards, criteria and certification requirements customer information including: documentation freight charges general freight forwarding requirements legislative requirements customer service policies and procedures oral, aural or signed communications, manufacturer/client specifications, supplier and/or client instructions parameters of freight forwarding services relevant to customer requirements including: fiduciary and legal responsibilities freight forwarding procedures insurance requirements payment requirements and procedures relevant legislative requirements required import and export documentation service costs types of transport modes various consignment methods relevant codes of practice and legislative requirements including local and international freight regulations including: regulations and codes of practice for international and domestic freight transport Australian and international standards and certification requirements requirements for work including: authorities and permits freight forwarding protocols hours of operation relevant regulations workplace operations sources of relevant information and documentation typical problems that can occur when providing freight forwarding services to customers and related appropriate action that can be taken to prevent or solve these problems workplace procedures, policies and protocols for providing freight forwarding services to customers.

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